Director E Commerce Fulfillment

About the Role

Chalhoub Group is seeking a Director – E-Commerce Fulfilment to lead fulfilment and last-mile operations in KSA. This full-time role is based in Riyadh, Saudi Arabia, and reports to the VP of E-Commerce Fulfilment. The Director will be responsible for the end-to-end physical customer journey, from picking and packing to delivery and returns, across a multi-site network of warehouses and micro-fulfilment centers.

Key Responsibilities

• Lead fulfilment operations across warehouses and micro-fulfilment centers, ensuring SLA compliance, productivity, scalability, and inventory accuracy.
• Manage last-mile delivery and returns, focusing on on-time delivery, quality, and cost efficiency, while expanding premium and VIP services.
• Collaborate with Digital & Tech teams on the end-to-end order lifecycle, system integrations, and data flows, aligning with the Group OMS roadmap.
• Co-create and execute the operational strategy with the VP of E-Commerce Fulfilment to support growth and enhance customer experience.
• Oversee planning and execution for peak periods, including Ramadan, Cyber Week, and Super Sale.
• Drive process optimization, automation, and the adoption of advanced fulfilment and last-mile solutions, and champion ESG and compliance initiatives.
• Define the vendor strategy, lead negotiations with key vendors and 3PLs, and oversee their performance governance.
• Work with customer care teams to resolve escalations, reduce "where is my order" contacts, and integrate customer insights into operational improvements.
• Manage budgets and cost per order and return, utilizing KPIs to guide tactical and strategic decisions.
• Build, mentor, and engage a team of senior managers and a large operational workforce, supporting network expansion while ensuring business continuity.

Qualifications and Experience

• A minimum of 10 years of relevant experience in e-commerce fulfilment and last-mile operations.
• Demonstrated ability to lead multi-site operations and manage complex logistics networks.
• Experience partnering with digital and technology teams on system integrations and data management.
• Proven track record in strategic planning and execution for high-volume periods.
• Experience in vendor management, negotiation, and performance oversight.
• Ability to manage budgets, analyze KPIs, and make data-driven decisions.
• Strong leadership skills with experience in team building, mentoring, and workforce engagement.

Work Environment and Culture

The Director will work in a dynamic environment, setting standards for speed, accuracy, and customer experience. The role involves building a strong, hands-on team culture within the fulfilment and last-mile operations. Chalhoub Group is committed to inclusion and diversity, welcoming all applicants and ensuring equal opportunity regardless of gender, age, race, religion, national origin, or disability status.

Career Development

Chalhoub Group supports professional growth through enriching experiences, learning and development opportunities, and exposure to various assignments. The Group offers diverse career paths and internal mobility options for its employees.